Lead - Technology Operations - Financial Services

Job Responsibilities:

- As Lead - needs to lead daily Incidents, Problem and Change management, MIS/SLA & communication and are responsibilities for ensuring the complete support. Specific responsibilities include:

- Accountable to drive daily incidents to early closure with proper RCA.

- Initiate and drive review of Root Cause of each incident. Need to make sure all action items are recorded and tracked till closure.

- Interface with all deliver and operation verticals and platform lead to optimize all incident/change basis on recurrences.

- Track ALL Incidents, RCA & Changes and escalate appropriately to leadership.

- Act as a point of escalation for KPI breach of any incident/RCA/Change.

- Responsible for preparations and publishing the proper RFO/RCF/RCA and Detailed plan for long standing incidents.

- Drive all Sev1 & Sev2 incidents and Monitoring all SMS/e-mail Notifications till closure and check the compliance with respect to the closure as prescribed in the process

- Audit all RCAs and track action items till closure.

- Drive all process improvements and also manage audits till closure of open items

- Manage all changes and notification through SMS/e-mail from quality and timely perspective.

- Publish daily/weekly and monthly dashboards

- Identifying areas for improvement using key measurements and drive same.

- Reviewing business justifications for Priority incidents

Education:

Minimum Bachelor of Engineering.

Experience Requirements:

15+ years of relevant industry experience in which minimum 10- 12 year of experience should be as a technical, operation & service management or similar profile in technical delivery environments.

Technical Skills: 

- Understanding of Application and infrastructure in Financial Services and dependencies on each system/application

- Technical knowledge of Infrastructure (OS, Middleware, Database and Network)

- ITIL Intermediate/expert Certification

- ISO 2000/BS15000 knowledge or having implemented

Soft Skills: 

- English speaking is a MUST

- Good verbal & written communication

- Problem solving and diagnostic skills

- Telephonic skills / Email Writing Skills

- Team working skills